Global Outsourced Contact Center Partner Lead

Gen; Tempe (AZ); On-site; USD 140,000 - 200,000; Full time

Job summary

Gen is seeking a Sr. Principal Support Partner Manager to serve as the primary liaison for outsourced contact center operations. You will lead the partner strategy, monitor KPIs and ensure service excellence while aligning with Gen’s business objectives.

This role requires collaboration with WFM, Training, Quality, and Risk teams to optimize performance and governance. The ideal candidate brings extensive experience managing call center partners, strong financial acumen, and a track record of

Qualifications

• Minimum 8+ years in managing an internal or outsourced call center.
• Experience with outsourced partners in fast-paced environments.
• Leadership in multilingual support centers is a plus.
• Financial products experience is preferred but not required.

Responsibilities

• Lead outsourced contact center strategy and drive performance.
• Monitor KPI data and validate service levels with partners.
• Collaborate with WFM, Training, Quality and Risk teams to align operations.
• Manage partner budgets, forecasts and contractual adherence.
• Lead weekly, monthly, and quarterly business reviews.
• Ensure regulatory compliance and end-to-end vendor controls.

Skills

Communication skills

AI tools for vendor management

Planning and execution

Multilingual support

Data analysis / statistics

Education

Bachelor’s degree

MBA preferred

COPC certification (advantage)

Tools

Call center technology

AI-driven analytics tools

Job description

Gen is seeking a Sr. Principal Support Partner Manager to serve as the primary liaison for outsourced contact center operations. You will lead the partner strategy, monitor KPIs and ensure service excellence while aligning with Gen’s business objectives.

This role requires collaboration with WFM, Training, Quality, and Risk teams to optimize performance and governance. The ideal candidate brings extensive experience managing call center partners, strong financial acumen, and a track record of